Network Technician

Summary

The call recording solution administrator is the primary point of contact for the call recording platform. They oversee system performance, manage user access, troubleshoot issues, and ensure all recorded data is securely archived and stored in compliance with company policy and legal regulations. Responsibilities

System administration and monitoring

Monitor system health : Perform daily checks on the call recording system to ensure it is functioning properly and all calls are being captured and stored. User management : Create, modify, and delete user accounts and manage access permissions based on defined security policies. Troubleshooting : Investigate and resolve technical problems related to call recording, working with internal IT teams or external vendors as needed. Configuration management : Configure and update recording settings, including recording rules, audio quality, and storage parameters. Compliance and data management

Manage data lifecycle : Oversee the process for archiving and securely deleting recordings in accordance with data retention policies. Ensure compliance : Work closely with compliance officers and legal teams to ensure the recording system adheres to all relevant regulations, such as "TCPA", "GDPR", and other privacy laws. Handle data requests : Process requests for call recording retrieval for quality assurance, audits, or complaint investigations. Secure data : Ensure the confidentiality and integrity of all recorded data through proper security controls, including encryption and audit trails. Reporting and analysis

Generate reports : Create and distribute reports on system performance, call recording metrics, and other data for business intelligence purposes. Assist with analysis : Support quality assurance and training teams by providing access to recordings and assisting with analysis to improve agent performance. Skills and qualifications

Technical knowledge : Familiarity with call recording software, such as NICE, Verint, Genesys, Five9, or cloud-based platforms. Experience with telecommunications and IP telephony systems (e.g., VoIP, Cisco Call Manager). Basic IT troubleshooting skills. Regulatory understanding : Knowledge of data privacy regulations and call recording laws. Soft skills : Exceptional attention to detail. Strong problem-solving and analytical abilities. Excellent organizational skills to manage high volumes of data. Effective communication skills for coordinating with various teams

#J-18808-Ljbffr